Senior Manager, Account Delivery Operations
San Francisco, California, Us
Transformed customer operations for $100M pre-IPO cloud platform – customer analytics, customer-health scoring models (to identify at-risk accounts earlier), segmentation (ARR, usage, engagement), personalization.Accomplishments:• Slashed customer operations costs 30+% despite growing team from 5 to 60+, by introducing scalable / automated processes, tools, and standard processes • Teamed with field leaders on improvement plans – transformed account services from manual to scalable with automated touchpoints, identifying issues early• Integrated disparate data sources to capture 1st product adoption data in company history• Established 1st Customer Success program – learning paths, best practices, playbooks, tools